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Nest App Show OFFLINE but Nest Thermostat is Online

lmray
Community Member

‎09-25-2023 01:29 PM

I really hope someone can help me with this problem. I see in the past this same issue was discussed but no solutions have solved my problem. I have tried everything suggested but nothing works.

My app worked perfectly when I first purchased my Learning Thermostat a couple months ago. Suddenly after a month my app now continuously reads Offline while my thermostat is connected just fine with my Wifi. I have restarted the thermostat multiple times, restarted the router - which worked for about 5 minutes and then the app went Offline once again. I have signed out and back in multiple times, removed the app and added again, restarted the thermostat, no issues with the thermostat battery...nothing works and I am so frustrated.

Is this an issue with the thermostat itself?  

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RenzJ
Community Specialist
Community Specialist

‎10-01-2023 12:50 PM

Hi lmray, 

 

Thanks for bringing this up. We're sorry for the trouble this may have caused you, let's see what's going on. 

Since you´ve done a couple of troubleshooting steps, there are a couple of other things we could check further,like parental controls or security settings on the router configuring the thermostat not to connect to the Wi-Fi network. In this case, I am referring you to reach out to your Internet Service Provider (ISP) or router manufacturer’s website for information on how to adjust parental controls and security settings because it varies between different routers, and some ISPs have special controls for these settings. Here are the most important recommended Wi-Fi network and router settings for use with Nest products. For more details, refer to the sections below.

  • Enable 802.11 b/g/n if you have an 802.11 ac router.
  • Set your Wi-Fi router's DHCP lease time to at least 2 hours.
  • Turn on your router's Power Save Mode (PSM) if you have a Nest Thermostat.
  • Enable IPv6 if you have Nest Protect.
  • On your Wi-Fi router, turn on multicast if you're adding additional Nest devices.

Also, check for any Android updates or iOS updates.

 

Let me know how it goes.

 

Best,

Renz

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